In today’s hyper-speed society, everything is becoming digitized. This holds true for customer service as well. You know – interactive voice response telephone systems, auto-responder emails, website FAQs (frequently asked questions) and the like. In some ways, these “conveniences” are making life better, but in other ways, they are most certainly not. Yes they may save time and/or allow the customer to self-serve, but they can also boost annoyance and dissatisfaction levels in a way that only a live, human-to-human phone-based interaction could avoid.